SaaS Customer Success Team Lead Candidate

The role supports customers adopting ProOne, a vertical SaaS product for remodeling and equipment-installation businesses that perform short-term construction work. Daily work includes onboarding, agreeing implementation goals with customer executives, translating goals into KPIs, understanding customer operations, and proposing suitable ProOne workflows. The person shares progress toward goals, creates opportunities for customers to recognize implementation value, agrees roadmaps and next steps, and secures upsell and retention contracts.

As a team leader candidate, the role manages approximately four to five members, supports their work, escalates matters to the customer success manager, participates in presales, and assists sales meetings by providing customers with deeper insights. It also advises on workflows, ProOne usage, and KPIs based on knowledge gained across multiple customers, consults on increasing customer value, and gives product feedback with business growth in mind. Customer feedback is shared with the development team.

Required qualifications are at least three years of experience managing five or more members and experience in system development or system implementation project management. In addition, at least three years in total is required across customer success, requirements definition at an SIer, or solution proposals to customers. Preferred experience includes analyzing customer workflows, working in field services such as remodeling or equipment installation, corporate sales in the SIer or IT industry, or client work at a consulting firm. The role seeks someone who takes ownership of solving user or client problems, analyzes issues quantitatively and qualitatively based on facts, and commits to visible results, including numerical outcomes.

ProOne is an all-in-one vertical SaaS product covering sales, construction management, back-office work, and business management for the short-term construction market. It allows customers to customize the SaaS for detailed operational requirements without company-specific custom development. The customer success role works with customers, sales, presales, and the development team to support adoption, business improvement, and product feedback.

This is a full-time position in Ginza, Chuo-ku, Tokyo.

The workplace is smoke-free; work location may change to a location designated by the company. The scope of duties may also change to duties designated by the company.